Assistant Director - ServiceNow Solutions Architect

The Opportunity

EY Government and Public Sector (GPS) is looking for a talented and experienced ServiceNow Solutions Architect to join our dynamic team. In this role, you will play a crucial part in designing, implementing, and managing the ServiceNow platform to drive optimal performance. You will collaborate with various business units to deliver effective solutions for IT service management (ITSM), IT operations management (ITOM), and other essential business processes on the ServiceNow platform.

Your Key Responsibilities

• Lead the design, configuration, and deployment of ServiceNow solutions across multiple business units, including ITSM, ITOM, HR, and Security Incident Response.
• Design and implement integrations between ServiceNow and third-party systems.
• Develop and maintain ServiceNow platform architecture to ensure reliability, security, and high performance.
• Create custom ServiceNow applications and modules tailored to business needs.
• Configure and manage ServiceNow instances, focusing on user management and security settings.
• Conduct regular maintenance on the platform including upgrades, patches, and troubleshooting.
• Monitor system performance and apply best practices for stability and security.
• Maintain workflows, automation processes, and integrations to enhance operational efficiency.
• Develop and manage ServiceNow modules (e.g., Incident, Problem, Change, Service Catalog) that meet business objectives.
• Create custom workflows, scripts, and business rules utilizing ServiceNow scripting languages such as JavaScript and Glide.
• Generate and maintain ServiceNow reports, dashboards, and metrics for meaningful insights.
• Oversee data imports and ensure data integrity across the platform.
• Collaborate with stakeholders to gather requirements and deliver appropriate solutions.
• Mentor and provide guidance to junior administrators and developers.
• Serve as a subject matter expert (SME) for ServiceNow and advocate for best practices across all teams.
• Work closely with internal teams to ensure seamless integration between ServiceNow and other enterprise systems.
• Provide Tier 2/3 support for escalated service issues.
• Efficiently troubleshoot and resolve technical challenges.
• Compile a knowledge base of common issues and solutions for team reference.

Skills and Attributes for Success

• Undergraduate degree in Computer Science, Information Systems, Business Administration, or a related field.
• Deep understanding of the ServiceNow platform architecture, including workflows, scripting, and integrations.
• Familiarity with ServiceNow tools like Studio, Orchestration, and Service Portal.
• Proficiency in dashboarding and automation within the ServiceNow environment.
• Experience in managing ServiceNow development and staging environments.
• Comprehensive knowledge of US Government's IT control environment.
• Strong project management abilities and time management skills.
• Able to navigate multiple projects simultaneously.
• Detail-oriented with excellent organizational skills.
• Strong analytical and critical thinking capabilities.
• Ability to work effectively in a diverse and distributed team.

To Qualify for the Role, You Must Have

• 5+ years of hands-on ServiceNow experience as an Architect.
• Proven expertise in designing and implementing ServiceNow solutions.
• Experience in ServiceNow implementations and customizations.
• Strong knowledge of ServiceNow products, specifically ITSM and ITOM.
• Solid understanding of ServiceNow scripting, workflow administration, and integrations.
• Familiarity with development tools like ServiceNow Studio and Orchestration.
• ServiceNow Certified System Administrator (CSA) is required.
• Preferred: ServiceNow Certified Application Developer (CAD).
• Exceptional communication skills to interact with both technical and non-technical stakeholders.
• Ability to obtain and maintain Top Secret Security Clearance.
• Experience in Agile/Scrum methodologies.
• Knowledge of ITIL processes and frameworks.

Ideally, You'll Also Have

• ServiceNow Certified Implementation Specialist (CIS) in relevant modules (ITSM, ITOM, SPM, etc.) is a plus.
• Any ServiceNow mainline certification.

What Working at EY Offers

We offer a competitive compensation package that rewards your performance and recognizes the value you bring. Our Total Rewards package includes comprehensive medical and dental coverage, pension and 401(k) plans, and a flexible time-off policy with 19 observed holidays, along with various programs to support your overall well-being. Additionally, we provide:

• Support and coaching from engaging colleagues in the industry.
• Opportunities for skill development and career advancement.
• The freedom and flexibility to work in a way that suits you.

About EY

As a global leader in assurance, tax, transaction, and consulting services, we will develop you with future-focused skills and empower you to fulfill your potential in an inclusive culture of connected teams. If you meet the criteria above, we invite you to contact us promptly.

Join us in building a better working world. Apply now.

The base salary range for this role is $120,700 to $225,800, with higher ranges for specific locations. Individual salaries may vary based on factors such as education, experience, and skill level. Under our flexible vacation policy, you will decide how much vacation time to take based on your circumstances.

EY is committed to providing equal employment opportunities and will accommodate candidates with disabilities during the application process.

EY | Building a better working world.